The Casino Customer Service War Can Be Won - New Program Helps Casinos Assess Their Service Culture

Robinson & Associates, Inc., has launched a new customer service assessment program that gives casinos an overview of how effectively they are helping employees provide outstanding guest service.

(PRWEB) April 22, 2005 -- Robinson & Associates, Inc., a consulting firm for the gaming industry worldwide, has launched a new customer service assessment program that gives casinos a professional overview of how effectively they are helping employees provide outstanding guest service.

Nobody realizes what little they know about a particular subject until they call in an expert and casinos are no different when it comes to evaluating their own customer service," says Martin R. Baird, chief executive officer of Robinson & Associates. They cant do the evaluation properly because they literally dont know what they dont know. This program provides the expertise."

The assessment evaluates the casinos employee orientation, customer service training, and employee reward and incentive program. The assessment is then presented to the casino, along with feedback on where improvements are needed.

Casinos interested in providing only the best in customer service first must be aware of how their own internal programs are impacting the service their employees provide," Baird says. Once they have an unbiased snapshot of where they are today, properties can begin taking steps to improve their internal processes and boost customer service to a higher level."

Robinson & Associates reviews a video tape of one of the casinos employee orientation programs and evaluates printed materials to see what information is given about customer service and how it is presented. This is a critical first step," Baird says. The orientation meeting sets the tone for what is expected regarding customer service."

Training materials and a video of an employee training session also are reviewed. Not everyone is a natural at providing service and that is why training is an important part of the process," Baird notes. For people to excel, they need to know exactly what service skills are expected of them."

Robinson & Associates examines the casinos employee reward and recognition program to see if its easy to understand and conducted in an unbiased manner. Once employees learn the skills, they need to be given a reason for using them and thats where effective reward and recognition comes into play," Baird says.

Located in Annapolis, Maryland, Robinson & Associates, Inc., is a customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The companys Web site, http://www.casinocustomerservice.com, is devoted to helping casinos improve their customer service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
                                                                            
Contact:
Martin R. Baird
Robinson & Associates, Inc.
http://www.casinocustomerservice.com
480-991-6420

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